Job description
Job Description
We are seeking a highly motivated and detail-oriented Software Customer Support Specialist to join our team. This role involves providing exceptional technical and customer service support to our clients by addressing software-related issues, inquiries, and requests. The ideal candidate is a problem-solver with excellent communication skills and a strong technical background.
Key Responsibilities
Customer Support:
Respond promptly to customer inquiries via email, text, and phone.
Assist customers with account setup, communicating updates, and troubleshooting.
Provide detailed explanations and solutions for software-related issues.
Issue Resolution:
Identify, diagnose, and resolve technical problems reported by users.
Escalate complex issues to higher-level support or development teams when necessary.
Document issues, resolutions, and customer interactions for future reference.
Customer Training:
Guide users through software features and functionality.
Create and maintain user guides, FAQs, and training materials.
Feedback and Reporting:
Collect and relay customer feedback to development and product teams for continuous improvement.
Generate regular reports on support metrics, common issues, and resolution times.
Collaboration:
Work closely with the dev and management teams to ensure consistent and high-quality customer experiences.
Qualifications
Education:
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
Experience:
1-3 years of experience in a customer support or technical support role.
Familiarity with help desk software and CRM tools is a plus.
Technical Skills:
Proficiency in troubleshooting software and system-related issues.
Knowledge of operating systems (Windows, MacOS, iOS and Android)
General relational database experience (SQL)
Soft Skills:
Strong verbal and written communication skills.
Excellent problem-solving abilities and attention to detail.
Ability to remain calm under pressure and handle challenging situations professionally.
Join our team as a Customer Specialist where you can make a difference by providing industry leading support while enhancing your technical skills in a dynamic environment.
Job Types: Full-time, Permanent
Pay: $20.00 - $30.00 per hour
Expected hours: 40 – 50 per week
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Work Location: In person